By C, KNA
The Kenya Revenue Authority (KRA) is in the process of rebranding to the Kenya Revenue Service in a major institutional shift, aimed at transforming the tax agency from an enforcement-focused body into a service-driven organisation that prioritises ease of compliance for taxpayers.
KRA Commissioner-In-Charge of Micro, Small and Medium Enterprises (MSMEs) and Small Taxpayers, Mr. George Obell, said the proposed name change reflects a broader reform agenda, centred on improving service delivery, simplifying tax systems, and expanding access to tax services across the country.
“We are in the process of changing our name to Kenya Revenue Service. We want to make sure we offer services and make compliance easier for taxpayers. It is a journey and it doesn’t happen at one go,” Mr. Obell said.
He was speaking at Kendu Adventist School of Medical Studies (KSMS) in Homa Bay County, during a public lecture held as part of the Authority’s ongoing taxpayer education and outreach programme.
Mr. Obell said feedback collected through extensive taxpayer research indicated that most Kenyans are willing to comply with tax obligations, but are often discouraged by complex processes, limited access to information, and the high cost of travelling to KRA offices.
“Taxpayers told us, yes, we want to comply and we know it is our civic responsibility, but support us. Give us easy tools and don’t make us travel long distances just to comply,” he said.
As part of the transition to a service-oriented model, Mr. Obell said the Authority is expanding its footprint beyond physical offices by strengthening community-based engagements, forging partnerships with institutions, and rolling-out digital solutions that enable taxpayers to comply remotely.
He noted that KRA is also working to integrate tax payment systems with widely used financial platforms, including mobile money services and banking applications, to make tax payments more seamless and accessible.
“If I am using my phone to receive payments through mobile money or a bank and I pay my suppliers using the same platforms, then I should also be able to pay my taxes that way,” he said.
The Commissioner explained that the ongoing reforms are designed to remove bureaucratic barriers, while introducing supportive guardrails that encourage voluntary compliance rather than relying solely on punitive enforcement measures.
He added that the Authority is implementing a simplified filing system for taxpayers with no income, commonly known as nil returns, to reduce the compliance burden faced by millions of Kenyans.
At the same time, KRA is stepping-up reminder systems to ensure taxpayers file returns on time and avoid penalties. Failure to file returns attracts penalties of 25 per cent of the tax due or Sh10,000, whichever is higher, even for taxpayers with no income.
“We don’t want to catch people off-guard. We will remind taxpayers in good time through emails and phone messages, because we understand that people have many responsibilities,” Mr. Obell said.
He sought to reassure the public that not all communications from KRA signal enforcement action, explaining that some messages are purely informative or seasonal goodwill messages.
Internally, Mr. Obell disclosed that the Authority has launched a comprehensive culture change programme to retrain staff and prepare them for the transition to a service-driven institutional model.
“We have started internal change and culture training to sharpen our teams and make them ready for the changes we are implementing,” he said.
The Commissioner expressed confidence that within a year, Kenyans would experience a visibly transformed institution that prioritises service, accessibility, and voluntary compliance.
“We believe that within a year’s time, Kenyans will be looking at a completely different institution,” he said.